<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>0124-4639</journal-id>
<journal-title><![CDATA[Revista Universidad y Empresa]]></journal-title>
<abbrev-journal-title><![CDATA[rev.univ.empresa]]></abbrev-journal-title>
<issn>0124-4639</issn>
<publisher>
<publisher-name><![CDATA[Universidad del Rosario]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S0124-46392023000200007</article-id>
<article-id pub-id-type="doi">10.12804/revistas.urosario.edu.co/empresa/a.12933</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Balanceo de cargas de trabajo para un proceso de otorgamiento de créditos con enfoque Business Process Management]]></article-title>
<article-title xml:lang="en"><![CDATA[Workload balancing for credit granting process using a Business Process Management approach]]></article-title>
<article-title xml:lang="pt"><![CDATA[Equilibrando cargas de trabalho para um processo de concessão de crédito com uma abordagem de Business Process Management]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Morales Bastidas]]></surname>
<given-names><![CDATA[Ingrid Catalina]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Rodríguez-Ríos]]></surname>
<given-names><![CDATA[Claudia Yadira]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Sepúlveda Rojas]]></surname>
<given-names><![CDATA[Juan Pedro]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad Escuela Colombiana de Ingeniería Julio Garavito  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Colombia</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Universidad Escuela Colombiana de Ingeniería Julio Garavito  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Colombia</country>
</aff>
<aff id="Af3">
<institution><![CDATA[,Universidad Santiago de Chile  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Colombia</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>12</month>
<year>2023</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>12</month>
<year>2023</year>
</pub-date>
<volume>25</volume>
<numero>45</numero>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_arttext&amp;pid=S0124-46392023000200007&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_abstract&amp;pid=S0124-46392023000200007&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_pdf&amp;pid=S0124-46392023000200007&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen El objetivo es presentar un modelo de balanceo de cargas de trabajo, bajo el enfoque Business Process Management (BPM), a través de un estudio de caso en el proceso estocástico, multiobjetivo y complejo de análisis de créditos comerciales en un banco, que tiene problemas en la asignación de los recursos, puesto que algunos están recargados con relación a otros, y no se cumple la promesa de valor, en cuanto al tiempo de respuesta al cliente, ante una solicitud de crédito. La metodología aplicada incluye teoría de colas, con herramientas de control de producción y análisis de operaciones, tales como diagramas y caracterización de redes de Jackson, así como la simulación. También se encontró que los métodos heurísticos y de programación lineal no aplican para un proceso de esta complejidad, se realizaron análisis estadísticos a las diferentes variables de entrada con el programa computacional Minitab 21.2®; se usó el software de simulación de eventos discretos SIMIO® para modelar la situación actual, en pro de evidenciar las causas de la problemática; y, al buscar el máximo desempeño del indicador de uso de capacidad instalada, se observó deterioro en las otras métricas como el tiempo de ciclo y el WIP (Trabajo en Progreso, por sus siglas en inglés), por lo anterior, se buscó un escenario que no necesariamente fuera el óptimo, pero que en balance para todos los indicadores tuviera un resultado aceptable con el desempeño esperado. Este estudio es relevante para el sector de servicios financieros, pues se logra mejoras significativas en los indicadores clave de desempeño de un proceso complejo.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract The objective is to present a workload balancing model within the Business Process Management (BPM) framework through a case study of the stochastic, multi-objective, and complex process of analyzing commercial credit applications in a bank. The bank grapples with resource allocation problems-some resources are overloaded while others are underutilized, resulting in suboptimal response times for credit applicants. The applied methodology encompasses queuing theory, production control tools, and operations analysis techniques such as diagrams and characterization of Jackson networks, along with simulation. It was observed that heuristic and linear programming methods are unsuitable for this process due to its complexity. Consequently, statistical analyses were conducted on various input variables using the Minitab 21.2® software. The SIMIO® discrete event simulation software modeled the current situation to identify the root causes of the problem. The objective was to maximize installed capacity utilization while avoiding deterioration in metrics like cycle time and Work in Progress (WIP). Therefore, a scenario was sought that, while not necessarily optimal, achieved a balance among all indicators, delivering acceptable results in terms of expected performance. This study holds significance for the financial services sector, as it leads to substantial improvements in key performance indicators for a complex process.]]></p></abstract>
<abstract abstract-type="short" xml:lang="pt"><p><![CDATA[Resumo O objetivo é apresentar um modelo de balanceamento de carga de trabalho, sob a abordagem Business Process Management (BPM), através de um estudo de caso no processo estocástico, multiobjetivo e complexo de análise de crédito comercial em um Banco. Tal banco apresenta problemas na alocação de recursos uma vez que uns estão sobrecarregados relativamente a outros e a promessa de valor não é cumprida em termos de tempo de resposta ao cliente perante um pedido de crédito. A metodologia aplicada inclui teoria de filas, com ferramentas de controle de produção e análise de operações como diagramas e caracterização de redes Jackson, bem como simulação. Verificou-se também que métodos heurísticos e de programação linear não se aplicam a um processo desta complexidade. Foram realizadas análises estatísticas nas diferentes variáveis de entrada, com o programa Minitab 21.2®, adicionalmente o software de simulação de eventos discretos simio® foi utilizado para modelar a situação atual a fim de revelar as causas do problema. Por meio da busca pelo desempenho máximo do indicador de uso de capacidade instalada, foi observada deterioração em outras métricas como tempo de ciclo e wip (Work in Progress). Portanto, buscou-se um cenário que não fosse necessariamente o ideal, mas que em equilíbrio para todos os indicadores tivesse um resultado aceitável com o desempenho esperado. Este estudo é relevante para o setor dos serviços financeiros, uma vez que são alcançadas melhorias significativas nos principais indicadores de desempenho de um processo complexo.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[balanceo de cargas]]></kwd>
<kwd lng="es"><![CDATA[BPM]]></kwd>
<kwd lng="es"><![CDATA[problema multiobjetivo]]></kwd>
<kwd lng="es"><![CDATA[simulación]]></kwd>
<kwd lng="en"><![CDATA[Load balancing]]></kwd>
<kwd lng="en"><![CDATA[BPM]]></kwd>
<kwd lng="en"><![CDATA[multi-objective problem]]></kwd>
<kwd lng="en"><![CDATA[simulation]]></kwd>
<kwd lng="pt"><![CDATA[balanceamento de carga]]></kwd>
<kwd lng="pt"><![CDATA[bpm]]></kwd>
<kwd lng="pt"><![CDATA[problema multiobjetivo]]></kwd>
<kwd lng="pt"><![CDATA[simulação]]></kwd>
</kwd-group>
</article-meta>
</front><back>
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